CH.

RADHA KRISHNA MURTHY

Flat # 503, A Block, Laxmi Narayan Residency,
Dev Daya Nagar, Pokhran Road #2, Thane (West) - 400 006
Phone: +91 9920268583 (M), +91 22 65120512 (Res)
Email: rmurthych@gmail.com, rmurthych@hotmail.com
In quest of Senior level assignments in Sales support / Business Operations/ Client
Relationship Management/ Service Operations with a growth oriented organisation.
PROFESSIONAL PROFILE
Strategy Planning
System
Implementation
Business Operations
Sales/ Process
management
Relationship
Management
Client Retention
Service Delivery
Inventory
Management
CRM/system
Management
Team Management

SENIOR MANAGER- SHARED SERVICES

A result oriented professional with over 17 years of experience in
Service/Support/Sales operations, Customer Relationship &
Service delivery operations
Extensive experience in identifying clients to accelerate growth &
achieve desired sales goals
Proven track record of implementing innovative strategies to
achieve phenomenal escalation in respect of Service business
turnover.
Resourceful at maintaining business relationship with clients and
customers to achieve quality product and service norms by
resolving critical issues.
Distinction of steering improvement initiatives with focus on
streamlining & managing operations with proactive planning,
introducing new concepts, steering change etc.
Responsible for country Sales orders, quotations, mega project
executions, call center operations, ERP, Oracle and CRM
operations.
Resourceful at maintaining business relationship with institutional
& corporate clients to achieve quality product and service norms
by giving solutions their service delivery related critical issues.
Excellent communicator with excellent client service delivery &
interpersonal skills and proven abilities in driving workforce
towards accomplishing business and individual goals
EXPERIENCE DETAILS

Since Nov06 with Emerson Network (India) Pvt Ltd., as Senior Manager- Shared Services,
Mumbai / India
No 1 leader in the UPS (POWER)/ PAC (AIR)/ Racks / DC power / Channel/ data center Industry with an
annual turnover of over USD 22 Billion across the globe
Highlights;
Serving as a Senior Manager Shared Services and spearheading country sales operations through
ERP/ORACLE AND CRM
Providing support to sales team across the country, monitoring reports, KPIs / sales & process
reviews.
Also to measure and manage customer satisfaction / relationship management, FG -Inventory
analysis
Managing call center operations across the country- Data and voice and providing ERP and CRM
support across the country
Key member for the 68 % India Sales growth for 2007-2008 Year
Owner for field data Integrity reports / Customer satisfaction survey reports
Sales quote and Order ageing reports made to 100 % accuracy, Individual branch and person wise
KPI measurements
Complete owner for India country sales order management/ supply chain management and
customer satisfaction
Jul00 to Sep06 with American Power Conversion (India), Pvt. Ltd., last served as an AGS
Operations Team Leader, - ISB (India and South Asia).

The company is the # 1 leader in the UPS/ data center Industry with an annual turnover of over USD 2
Billion
Assignments handled during Career Path
Joined as
Service Specialist in 2000 at Hyderabad
Promoted as
Service Specialist in 2001 at Mumbai for West region
Promoted as
Enterprise Technical Support Specialist in 2003

Promoted as

Highlights: -

AGS Operations-Team Leader, in 2004

Successfully handled the entire service delivery operations across India and South Asia.
Effectively handled the TRC Operations Management which involved managing the repaired service
stock as required by the country / South Asian countries.
Pivotal in managing OPEX/ CAPEX and DOA Management- Controlling RMA expenses, (15 Crores),
planning for all fixed assets and the service operating expenses across 11 APC branches, service
distributor management.
Significantly increased the CSI Level- CSI improvement from 4.23 to 4.46 at a scale of 4.6 for 2005
year.
Support to Project management team. APC being one of the leader in the NCPI, this support includes
Electrical/ UPS/DG/Civil /false flooring/air conditioning/fire suppression /Security (Netbotz- APC
product)
Conducting NCPI Audits-Network, Critical Physical Infrastructure audits for Enterprise customers
across country
India owner for Siebel CRM operations and Oracle order Management

Key Projects Undertaken: Millennium Mumbai broad casting in 2002 and Microsoft - Hyderabad in 2003 -Received Caught in
the act award for Microsoft - Hyderabad successful completion)
Siebel CRM Project Owner for 2004-2006, one out of the 18 across the globe

Significant Contributions: Made India the # 1 in the world for Siebel CRM operations. Only two countries in the world -India
and Rolam in NAM shared this rank. This was one of the biggest KPI for APC Global Services across
the world.
As a very successful super user of Siebel CRM software in the world, was selected to the USA 3
times to test and authorize the advanced Siebel 7.8 CRM package at the corporate office, West
Kingston.
Owner of Service web page in APC Intranet and APC service page to upload the Service MIS reports,
customer testimonials, branch performance reports, technical reports / updates, business partner
information etc
Managed, supervised and mentored a team of 11 APC Service Specialist in the country, Inventory
Manager, RMA Manager, Accounts Associate, Technical Repairs Head (UPS), Technical Repairs Head
(Lighting UPS)
Bagged the following awards at APC India
o Employee of the Quarter award for Asia Pacific region in 2001- Received from Australia
o Caught in the Act award in 2003 for successful Microsoft project at Hyderabad
o Top Customer Satisfaction award in 2004
o 5 year Successful completion award in 2005
Aug95 to Jun00 with TATA Liebert Limited, Hyderabad, India, as a DPF Service Officer
A TATA company and one of the biggest market leaders in the UPS and in PAC industry. TATA is one of
the highly respected company in India
Managing all India Service center with a team of 8 Engineers handling various responsibilities
involving Dealer management for service and revenue targets, Technical support, spares planning
for the region, key person for the Zonal team.
Responsible for the customer satisfaction across the region
Significant Contributions;
Received the President award for Team work, Zonal Vice president's award for the revenue target
achievement, Cash award from the President for a successful completion of the year

 Handled one of the big account -Bank Of Baroda order (4 Crores) across the country
PREVIOUS ASSIGNMENTS
Feb91 to Jul95
Oct88 to Jun90

Philips India, Hyderabad as Service Engineer Consumer Electronics Division

APEDCL at Vijay Wada, A.P, and India as a Production Engineer
EDUCATION

Diploma in Electronics and Communication Engineering from SES SN Murthy Polytechnic,

Khammam- Andhra Pradesh, India, 1985-88
Pursuing AMIETE (Engineering in Electronics)
PERSONAL DOSSIER
Date of Birth
Passport

: 14th August 1970

: E4308635